Product Support Lead

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

About the Role

We are seeking a Product Support Lead to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

What You'll Do

The Product Support Lead will

• Oversee day-to-day product support operations for internal stakeholders using CRM tools and integrated systems.
• Manage, mentor and develop a team of individual contributors.
• Be a key contributor on a range of initiatives that will help us continue our rapid growth
• Design and implement strategies to surface end-user issues proactively, minimizing reliance on feedback from agents.
• Contribute to the execution of a strategic Product Support Roadmap aligned with company goals and evolving customer needs.
• Own, develop and optimize support quality assurance processes.
• Serve as the escalation point for complex issues that require advanced troubleshooting beyond frontline support.
• Investigate, analyze, and resolve production issues originating from multiple sources, including user reports and system monitoring.
• Design and refine support processes to reduce downtime, enhance the user experience, and address recurring or systemic problems.
• Lead communication and coordination efforts during high-impact incidents across appropriate channels.
• Partner with cross-functional technology teams to identify, develop, and optimize critical system alerts and monitoring practices.
• Escalate persistent trends, bugs, and system anomalies to Product and Engineering teams, supporting root cause analysis and long-term solutions.
• Use data and trend analysis to detect recurring issues and clearly communicate findings and recommendations to stakeholders.
• Drive continuous improvement by identifying and implementing enhancements to support tools, workflows, and documentation.
• Build and maintain a robust knowledge base by consolidating insights from support tickets, user documentation, and product updates.

What We Look For

• 8+ years of experience in production or frontline support roles.
• 5+ years of hands-on experience in orchestration and cloud computing technologies.
• 5+ years of practical experience working with databases.
• Extensive experience with observability frameworks, APM tools, and system monitoring technologies.
• Strong development foundation with the ability to debug code effectively.
• Familiar with programming languages such as Ruby and JavaScript.
• Proficient in using version control tools like GitHub, GitLab, or AWS CodeCommit.
• Solid understanding of AWS services including S3, CloudWatch, ECS, EC2, Lambda, and Workspaces.
• Highly organized with a strong work ethic, sharp attention to detail, and a proactive mindset.
• Skilled in independently managing project timelines and identifying areas for process improvement.
• Exceptional verbal and written communication skills.
• Experienced with leading support and ticketing platforms such as FreshService or ServiceNow.
• Demonstrable clarity of thought and the ability to independently navigate ambiguous situations to achieve results.
• Proven ability to work successfully with limited supervision and prioritize tasks for various stakeholders.

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Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team.  No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.